Call management system

ABSTRACT

A call management system, comprising:
         a call monitor operable to identify an attempt, in use, by a user to call a predetermined number attributed to a first entity;   a processor, configured to derive at least one alternative number, attributed to another entity, based on the predetermined number attributed to the first entity; and   a router to provide a user with an opportunity to route a or the call to at least one of the derived at least one alternative numbers.

The present invention relates to a call management system for atelephone, a database, a telephone and to methods and systems formanaging a call.

When a user attempts to make a telephone call, the connection is notalways successful. For example, the other party may be engaged onanother call; their telephone may be switched off, out of range, orotherwise unavailable; the other party may decline to accept the call;or the other party may not be available to take the call. In domesticsituations, when there is a firm intention on the part of the user tocontact only the intended other party, such situations are inconvenientbut a further attempt at connection is generally made, and successful,after a brief period of time.

When a user is attempting to contact the provider of a service (e.g. abusiness) the failure to make a connection is especially inconvenient,since the user may wish to obtain the services as soon as possible. Aswith the above described domestic situation, the service provider may beengaged on another call and unable to take the incoming call, or may beaway from the telephone and not be able to answer the call. Even if theservice provider has multiple telephone lines, all of the lines may bebusy. There are myriad other reasons why the connection may not bepossible.

Suppose that a user's vehicle has broken down and the user attempts tocontact a breakdown recovery service. Failure to connect to the recoveryservice on the first attempt results in the user having to wait by theroadside, making repeated attempts to connect to the recovery service.It is rare that a user who has broken down by the roadside will haveready access to a list of other recovery services in the area. To findalternative services may require the user to leave their vehicle tolocate a telephone directory, or make use of a chargeable directoryservice.

Ultimately, the failure to connect calls results in reduced revenue forthe telephone network operator. This is because the network operatordoes not collect payment from a user for an unconnected call but stillincurs overhead costs for the operation of the telephone networkinfrastructure handling the attempted connection.

It is estimated that, on average, for the telephone network as a whole(including fixed line, mobile networks, VoIP etc), over 20% of all voicecalls are not connected on the first attempt. With mobile networks,particularly, available signal strengths influence call connectionsstill further and it is estimated that between 30% and 40% of callsincluding a mobile telephone are not connected on the first attempt.This figure may be still higher for mobile-to-mobile calls.

There is a need, therefore, at least to reduce the number of failedconnections and to increase the ability of a user to reach a party onthe first attempt to establish a connection.

Accordingly, one embodiment of the present invention provides a callmanagement system for a telephone, comprising: a call monitor toidentify an attempt, in use, by a user to call a predetermined numberattributed to a first entity; a processor, to derive at least onealternative number attributed to another entity, based on thepredetermined number attributed to the first entity, when apredetermined condition has been met; and a router to provide a userwith an opportunity to route a or the call to at least one of thederived at least one alternative numbers.

In one embodiment, the processor is configured to derive at least onealternative number by communicating with a telephone network in whichthe telephone is operable.

In one embodiment, the processor is configured to derive at least onealternative number by communicating with an internet based telephonedirectory.

In one embodiment, the processor is configured to automatically connectto the internet and derive the at least one alternative numbertherefrom.

In one embodiment, the router is configured to route the call to atleast one of the derived at least one alternative numbers.

In one embodiment, the router is configured to route the call inresponse to a user generated input.

In one embodiment, the system is configured to provide the user with alist of at least one of the derived at least one alternative numbers.

In one embodiment, the router is configured to route a or the call to auser selected one of the derived at least one alternative numbers.

In one embodiment, the router is configured to terminate the attempt tocall the predetermined number.

In one embodiment, the call monitor is configured to identify when aconnection has been established between a user and a predeterminednumber attributed to a first entity, and the processor is configured toderive at least one alternative number, attributed to another entity,based on the predetermined number attributed to the first entity after aconnection has been made.

In one embodiment, the call monitor is configured to retrieveinformation attributed to the predetermined number.

In one embodiment, the processor is operable to analyse thepredetermined number.

In one embodiment, the processor is configured to identify the firstentity from the predetermined number.

In one embodiment, the processor is configured to derive attributes ofthe first entity.

In one embodiment, the processor is configured to identify at least oneother entity having attributes similar or identical to the derivedattributes of the first entity.

In one embodiment, the processor is operable to order the derived atleast one alternative number.

In one embodiment, the call management system further comprises abidding system, operable to receive bids from entities to ensure that anumber associated with each bidding entity is one of the derived atleast one alternative numbers.

In one embodiment, the processor is configured such that the order ofthe derived at least one alternative number is based on the bid value ofeach bidding entity.

In one embodiment, the router is configured to route a call to ahuman-operated directory service if the processor is unsuccessful inderiving at least one alternative number.

In one embodiment, the call management system further comprises adatabase, containing information relating to at least one entity, and atleast one telephone number attributed to the at least one entity.

In one embodiment, the call management system comprises an interface toconnect the processor to the database.

In one embodiment, at least a part of the database is remote from theprocessor.

In one embodiment, the call management system further comprises aninformation provider, operable to transmit a voice message to the userwhilst the attempt to call the predetermined number is being made.

In one embodiment, the first entity provides a service, and the saidother entity provides a dissimilar service to that of the first entity.

One embodiment of the present invention provides a database for a callmanagement system according to the invention, the database containinginformation relating to at least one entity, and at least one telephonenumber attributed to the at least one entity.

One embodiment of the present invention provides a database for a callmanagement system, the call management system for a telephone andcomprising a call monitor operable to identify an attempt, in use, by auser to call a predetermined number attributed to a first entity, aprocessor, configured to derive at least one alternative numberattributed to another entity, based on the predetermined numberattributed to the first entity, when a predetermined condition has beenmet; and a router to provide a user with an opportunity to route a orthe call to at least one of the derived at least one alternativenumbers,

-   -   the database containing information relating to at least one        entity, and at least one telephone number attributed to the at        least one entity.

One embodiment of the present invention provides a call managementsystem for a telephone, comprising: a call monitor configured toidentify an attempt, in use, by a user to call a predetermined numberattributed to a first entity; a processor, configured to derive at leastone alternative number attributed to another entity, based on thepredetermined number attributed to the first entity, when apredetermined condition has been met; and a router configured to route aor the call to at least one of the derived at least one alternativenumbers in response to the user depressing at least one button on thekeypad of a telephone being used to attempt to make the call.

One embodiment of the present invention provides a method of managing acall from a telephone, the method comprising: identifying an attempt bya user to call a predetermined number attributed to a first entity;deriving at least one alternative number attributed to another entity,based on the predetermined number attributed to the first entity, when apredetermined condition has been met; and providing the user with anopportunity to route a or the call to at least one of the derived atleast one alternative numbers.

One embodiment of the present invention provides a method of managing acall from a telephone, the telephone comprising a call monitor, aprocessor and a router, the method comprising: using the call monitor toidentify an attempt by a user to call a predetermined number attributedto a first entity; using the processor to derive at least onealternative number attributed to another entity, based on thepredetermined number attributed to the first entity, when apredetermined condition has been met; and using the router to providethe user with an opportunity to route a or the call to at least one ofthe derived at least one alternative numbers.

In one embodiment, the method comprises routing the call to at least oneof the derived at least one alternative numbers, in response to a usergenerated input.

In one embodiment, the method comprises providing the user with a listof at least one of the derived at least one alternative numbers.

In one embodiment, the derivation of at least one alternative number isperformed whilst the attempt to call the predetermined number is inprogress.

In one embodiment, the derivation of at least one alternative number isperformed after a connection to the predetermined number has been made.

In one embodiment, the method comprises retrieving informationattributed to the predetermined number.

In one embodiment, the method comprises analysing the predeterminednumber.

In one embodiment, the method comprises identifying the first entityfrom the predetermined number.

In one embodiment, the method comprises deriving attributes of the firstentity.

In one embodiment, the method comprises analysing attributes of thefirst entity and comparing them with those of other entities to identifyat least one other entity having attributes similar or identical to thederived attributes of the first entity.

In one embodiment, the method comprises ordering the derived at leastone alternative number.

In one embodiment, the method comprises operating a bidding system toreceive bids from entities to ensure that a number associated with eachbidding entity is one of the derived at least one alternative numbers.

In one embodiment, the order of the derived at least one alternativenumber is based at least partially on the bid value of each biddingentity.

In one embodiment, the method comprises routing the call to ahuman-operated directory service if attempting to derive at least onealternative number is unsuccessful.

In one embodiment, the method comprises providing a database containinginformation relating to at least one entity, and at least one telephonenumber attributed to the at least one entity.

In one embodiment, the method comprises transmitting a voice message tothe user whilst the attempt to call the predetermined number is beingmade.

One embodiment of the present invention provides a method of managing acall from a telephone, the telephone comprising a call monitor, aprocessor and a router, the method comprising: identifying an attempt bya user to call a predetermined number attributed to a first entity;deriving at least one alternative number attributed to another entity,based on the predetermined number attributed to the first entity, when apredetermined condition has been met; and routing a or the call to atleast one of the derived at least one alternative numbers in response tothe user depressing at least one button on the keypad of a telephonebeing used to attempt to make the call.

In one embodiment, the telephone is a mobile telephone.

One embodiment of the present invention provides a computer readablemedium storing computer executable code operable to carry out the methodof the present invention.

One embodiment of the present invention provides a call managementsystem for a mobile telephone, comprising: a call monitor operable toidentify an attempt, in use, by a user to call a predetermined numberattributed to a first entity; a processor connectable to the network inwhich the mobile telephone operates, configured to derive at least onealternative number attributed to another entity, based on thepredetermined number attributed to the first entity, when apredetermined condition has been met; and a router to provide a userwith an opportunity to route a or the call to at least one of thederived at least one alternative numbers.

One embodiment of the present invention provides a mobile telephonecomprising: a call monitor operable to identify an attempt, in use, by auser to call a predetermined number attributed to a first entity; aprocessor, configured to derive at least one alternative numberattributed to another entity, based on the predetermined numberattributed to the first entity, when a predetermined condition has beenmet; and a router to provide a user with an opportunity to route a orthe call to at least one of the derived at least one alternativenumbers.

In one embodiment, the predetermined condition is at least one of: therebeing no answer from the predetermined number after a predeterminedperiod of time; the predetermined number being busy; and the call beingended within a predetermined period of time after a connection to thepredetermined number has been made.

The present invention will now be described, by way of example, withreference to the accompanying figures in which:

FIG. 1 shows a representation of a known connection between a user 1 anda first entity 3;

FIG. 2 shows a schematic representation of a call management systemembodying the present invention;

FIG. 3 shows a flow diagram of a method embodying the present invention;

FIG. 4 shows a schematic representation of a mobile telephone embodyingthe present invention; and

FIG. 5 shows a flow diagram of another method embodying the presentinvention

FIG. 6 shows a schematic representation of an intelligent network of atelephone system operable to carry out a method of managing a callembodying the present invention; and

FIG. 7 shows a schematic representation of another call managementsystem embodying the present invention.

FIG. 8 shows a schematic representation of another call managementsystem embodying the present invention, in use.

FIG. 1 shows a schematic representation of a telephone, having atelephone number that is associated with an entity. The first telephonein FIG. 1 depicts a user 1, having a telephone number 2 and a secondtelephone depicts a first entity 3 having a telephone number 4. Inreality, there is an extensive telephone network 5 between the user 1and the first entity 3, and maybe a considerable geographical distance;but these have been omitted to represent the system in its simplestform. It should be noted that the use of an illustration of a domestictelephone for the telephone number 2 is schematic only. One embodimentof the present invention is implemented in a mobile telephone, so thereader should interpret the illustration of the domestic telephone toinclude a mobile telephone (cell telephone) as well as a domestictelephone.

When a user 1 wishes to contact a first entity 3, the user 1 willattempt to call the first entity 3 using a predetermined number 4attributed to that first entity 3. The attempt to call the predeterminednumber 4 includes entering the predetermined number 4 on a keypad of atelephone of the user 1. Alternatively, a call management systemembodying the present invention may provide voice recognition, enablingthe user to orally enter the telephone number. The predetermined numbermay be stored in memory on the telephone. In any event, a request fromthe user's telephone will be sent to the telephone network 5 to make aconnection with the predetermined number 4 attributed to the firstentity 3. As is known in the art, the number from which the calloriginates is called the “A” number and the dialled number is termed the“B” number.

Following the request being made, the network operator will attempt toestablish a connection between the A and B numbers. During this attempt,the user 1 will generally hear a dialling tone. At the same time, thetelephone associated with the B number will be indicating that a partyis attempting to contact the B number. This indication may be performedby a ringing tone. In response, the first entity 3 may decide to answerthe call, following which a connection will be made between the A and Bnumbers and the user 1 and the first entity 3 can engage inconversation. Alternatively, the first entity 3 may not be available toaccept the call. In which case, the telephone of the first entity 3continues to ring until the user 1 terminates the attempt to establish aconnection or, alternatively, the first entity 3 may return a “busy”signal to the network provider. Alternatively the user may be greetedwith an answering machine of the first entity 3. The user can leave amessage, but is not really satisfied as he cannot talk to a person.

The first entity 3 may already be engaged on another call. No connectionat that time between the A number and B number will therefore bepossible. In this situation, the user 1 will be met with a “busy” or“engaged” tone, almost at the instant a connection is attempted to bemade between the A and B numbers. The user 1 may wish to attempt toestablish a connection with the B number at a later point in time.

Alternatively, it may not be possible to connect the A number to the Bnumber due to a lack of network coverage or service in the vicinity ofthe first entity attributed to the B number.

It is inconvenient if the user 1 cannot establish a connection with thefirst entity 3. In the case where the user 1 requires a service from thefirst entity 3, as described above, the failure to establish aconnection between the A and B numbers will mean that the user 1 willnot be able to be provided with the service by the first entity 3.

A system and method embodying the present invention seeks to at leastreduce the number of failed connections and to increase the ability of auser 1 to reach an entity.

FIG. 2 shows a schematic representation of a call management system 10embodying the present invention. The depictions of the user 1 and firstentity 3 are the same as shown in FIG. 1, with the same referencenumerals having been used. In addition, there are shown further entities6,8 having respective associated telephone numbers 7, 9 attributed tothem.

The call management system of FIG. 2 comprises a call monitor 11, aprocessor 12 and a router 13.

The call monitor 11 is located in the call management system 10 suchthat it can monitor any attempts by the user 1 to establish a connectionwith a predetermined number 4, such as that of the first entity 3.Preferably, the call monitor 11 is non-intrusive to the call.

The call monitor 11 is connected to the processor 12, providing theprocessor 12 with information when the call monitor 11 identifies that auser 1 has attempted to call a predetermined number 4 associated with afirst entity 3. The processor 12 may then subsequently performoperations on the information provided by the call monitor 11.

The call monitor 11 may provide the processor 12 with the B number beingcalled (i.e. the predetermined number 4 of the first entity).Additionally, or alternatively, the call monitor 11 may determine thelocality of the B number, by recognising a portion of the B number asbeing associated with a particular area (based on pre-stored attributessuch as STD codes). Various other attributes associated with the Bnumber may be identified by the call monitor 11.

The processor 12 is operable to analyse the predetermined number 4. Inone embodiment, the processor 12 identifies the first entity 3 from thepredetermined number 4. This is achieved by matching the predeterminednumber 4 to entries in a database 14 of telephone numbers. If the firstentity 3 is present in the database, with its associated telephonenumber, a system 10 embodying the present invention will match thepredetermined number 4 identified by the call monitor 11 with the numberin the database; and derive therefrom the name of the first entity 3.

Additionally, for each entry in a database 14 embodying the presentinvention, there may be stored attributes associated with each entity 3,6, 8. For example, the street address of the entity 3, 6, 8, the type ofbusiness, the services offered by the entity, the products sold by theentity 3, 6, 8, the website of the entity, other contact information ofthe entity 3, 6, 8, etc.

Accordingly, when a corresponding entity 3, 6, 8 is identified in thedatabase, which corresponds to the predetermined number 4 identified bythe call monitor 11, all the attributes associated with the entity 6, 8may be returned by the processor 12 for subsequent operations. Using thereturned attributes, the processor 12 is configured to identify at leastone other entity 6, 8, having an entry in the database, which hasattributes at least similar or relevant to the attributes of those ofthe first entity 3. It can be said, therefore, that the returnedentities 6, 8 are ‘related’ to the first entity 3. For example, thereturned entities 6, 8 may offer similar services to the first entity 3.The first entity 3 may offer automobile hire, for example, whilst thereturned entities 6, 8 may offer van hire. Alternatively, the returnedentities 6, 8 may offer general vehicle hire, including automobile hire.Nevertheless, it can be said that the returned entities, or at least theservices they offer, are related to the first entity 3. Moreover, a user1 may be interested in the services provided by the other entities asmatching closely those of the first entity 3.

The returned entities 6, 8 may be ordered according to deemed relevance.For example, if a large number of entities are returned, being basedover a large geographical area, they may be ranked according to theirdistance from the location of the first entity or, alternatively, theuser.

Although the provision of a previously-populated database 14 has beendescribed, a system 10 according to the present invention may perform areverse look-up operation on a predetermined number 4, Thus, thepredetermined number 4 may be inputted into a directory service and thedirectory service may return not only the name of the first entity 3associated with the predetermined number 4 but also other relatednumbers attributed to other entities 6, 8. Any reverse look-up operationis preferably only conducted in directories comprising business numbers,so as to avoid residential numbers receiving routed calls. Alternativelyor additionally, there may be a validation procedure to validate that areturned number is a business number. Call management systems embodyingthe present invention may be operable to derive from a B-number whetherthe number is a business or residential number. Preferably, a databasecontaining a “white list” of approved business numbers is used. Anadvantage of such an arrangement is that the privacy of residentialnumbers is maintained.

Although the embodiment described above only seeks to identify anattempt to call a B number associated with a business, the presentinvention may also be operable to identify an attempt to call a B numberassociated with a residential entity, or any type of entity. Forexample, the first entity may be a friend or relative of the user. Acall management system embodying the present invention may identifyattributes associated to the B number; derive an alternative numberbased on those attributes and provide the user with an opportunity toroute a call to the alternative number. For example, if a user was tocall the B number of a residential first entity, e.g. a friend, and thecall is not successful, the user may be provided with an opportunity toroute a or the call to an alternative number. The alternative numbermay, for example, be for another entity in the vicinity of either theuser or the residential first entity.

Preferably, the present invention provides a bidding system, wherebyentities may bid to ensure that their number is available to be providedto a user as an alternative. Should the call management system deem thatentity's services to be relevant to the user, their telephone number (orcontact details) may then be provided to the user, as long as they aredeemed relevant.

With each identified other entity 6, 8 there is associated a telephonenumber 7, 9. Preferably, upon deriving at least one other entity 6, 8which is related in some way to the first entity 3, the telephone number7, 9 of the at least one other entity 6, 8 may also be returned by theprocessor 12.

The call management system 10 comprises a router 13. The router 13provides the user 1 with an opportunity to route the call to at leastone of the derived at least one alternative numbers 7, 9, as describedin more detail below.

In some embodiments, the router 13 provides a user 1 with an opportunityto route the call to an alternative number 7, 9 before the connection tothe predetermined number 4 has been established, i.e., whilst it isstill ringing. Other embodiments provide the user 1 with an opportunityto route a call to an alternative number 7, 9 after the connection tothe predetermined number 4 has been established, i.e. when it has beenanswered and during the call; or even after the user 1 has completed acall with the predetermined number 4. The latter embodiment will bedescribed later. The call may be deemed “completed” when the call isterminated. The user may have ended the call after retrieving thedesired outcome, or may have hung up.

Firstly, embodiments where the router 13 provides a user 1 with anopportunity to route a call to an alternative number 7, 9 before theconnection to the predetermined number 4 has been established, will bedescribed.

In one embodiment, as the user 1 is listening to a dialling tone,attempting to establish a connection with the first entity 3, a voicemessage may be played to the user 1 over the dialling tone. Preferably,the dialling tone is not affected by the message. Should the connectionto the first entity 3 be established whilst the message is playing, theestablishment of the connection may terminate the message.

The message may convey to the user 1 at least one alternative number 7,9 that is available to attempt to connect to. Preferably, thealternative number 7, 9 is one derived by a processor 12 of a callmanagement system 10 embodying the present invention. The message maynot provide the user 1 with many details of the other entity 6, 8associated with the alternative number 7, 9 but may simply notify theuser 1 that an alternative number 7, 9 is available to connect to. Forexample, the message may read “We are trying to connect you. To beconnected to an alternative number, please press the # key”. Should theuser 1 then press the # key, the call will be routed to the alternativenumber 7, 9. Preferably, the attempt to establish a connection with thefirst user 1 may be aborted upon pressing the # key. Although theexample of the “#” key is described above, it will readily beappreciated that any key, or combination of keys, may be used as atrigger. Alternatively, or additionally, a call management systemembodying the present invention may receive voice commands from theuser.

In another modified embodiment to that described above, the messageplayed to the user 1 may inform the user 1 of the name of the otherentity 6, 8 to which the user 1 is being routed.

In another embodiment, the message played to the user 1 whilst waitingto establish a connection the first entity 3 may take the form: “We aretrying to connect you. Here are your alternatives: For A press #1, for Bpress #2, for C press #3”. Such a system allows for the user 1 to make achoice between the returned alternative numbers 7, 9. As describedabove, the system may recognise key commands other than the “#” key.Alternatively, voice commands may be used. The operation of a key, orcombination of keys, may be dependent on the message being played. Forexample, a message may contain a list of separated options. The systemmay be configured such that whichever option is being presented to theuser when the user presses a given key will be selected. Additionally,since the option of routing the call to a larger selection of entities6, 8 is provided, higher income may be generated from those entities 6,8 by the operator of the call management system 10.

In a still further embodiment, the message played to the user 1 may belonger and contain additional information to that described above. Forexample, the initial greeting may be: “We are trying to connect you. Forrelevant alternative numbers, please press the # key”. Thereafter, theuser 1 may be directed to a hierarchical menu system, offering the user1 various options. The message may include the names of alternativenumbers 7, 9 to connect to. For each number, there may be associatedinformation relating to the corresponding entity 6, 8, for examplediscounts or promotions currently being offered by the entities 6, 8.

In other embodiments of the present invention, it may occur that thealternative numbers 7, 9 derived by the processor 12 are not relevantenough to be provided to the user 1. In another embodiment, thealternative number 7, 9 or numbers may be presented to the user 1 butthe user 1 deems that none of the alternative numbers 7, 9 will suffice.Accordingly, in one embodiment of the present invention, there is aprovided the option of the user 1 being transferred to a telephonedirectory service. The telephone directory service may behuman-operated. The option of being directed to a directory service mayalways be included as an available option when presented withalternative numbers 7, 9 of other entities 6, 8. Alternatively, theoption to route the call to a directory service may only be offered whenno relevant alternative numbers 7, 9 have been identified.

Preferably, the processor 12 of a call management system 10 embodyingthe present invention is operable to determine at least one alternativenumber for a directory service, to which the call may be routed to.Thus, should there be a large number of available directory services,the processor 12 of the call management system may determine which isthe most relevant. For example, some directory services may bespecialised in offering restaurant listings, while others may bespecialised in other business areas. Advantageously, the availabledirectory services are ranked. The ranking may be in accordance with theamount that each directory service has bid to be listed as analternative number. It will be appreciated that a directory service canbe viewed simply as another ‘entity’, and is thus analogous to theentities described above.

When providing the user 1 with an opportunity to have the call routed toan alternative number 7, 9, although the user 1 may be amenable to beingrouted, they may not wish to be routed to the alternative number 7, 9immediately. In one embodiment of the present invention, the messageplayed to the user 1 when attempting to connect to the first entity 3may be: “We are trying to connect you. To receive alternative relevantnumbers via SMS, please press the # key”. If the user 1 then presses the# key, and assuming the user 1 is calling using a mobile telephone, anSMS (short messaging service) ‘text message’ will then be sent to theuser 1, with a list of at least one alternative number 7, 9, to call. Inother embodiments, a WAP push message or MMS message may be sent to theuser. The user 1 may then call, or not, the alternative numbers 7, 9 athis pleasure. Preferably, the call monitor 11 of the call managementsystem 10 embodying the present invention is operable to identify the Anumber (the user 1's number) automatically, to enable the text messageto be sent without need for the user 1 to enter a destination number.There may additionally, or alternatively, be the option to enter analternative mobile telephone number. Advantageously, the user 1 maychose to have the list of at least one alternative number delivered to aprovided email address.

In another embodiment, the SMS message—or any other message type—maycontain a link (such as a WAP or internet link) to a location containingthe list of alternative numbers. Alternatively, the SMS message maycontain a single number, which the user may call to retrieve a list ofalternative numbers. The benefit of such alternative systems is that theentities associated with the alternative numbers can better track whichalternative number, if any, was called by the user. This allows for theentity associated with the called alternative number to be charged forhaving been forwarded the call. In one embodiment, a link on a WAP orinternet site to an alternative number may automatically attempt to makea connection when the link is selected by the user—a click-to-callarrangement. As the link may contain an alternative listing, a number ofenhanced features may also be provided such as a map to see the locationof one/several/all listings as well as inclusion of directions to andfrom these locations. Other enhancements may be offerings associatedwith the provided alternatives.

Still further, the list of derived alternative numbers 7, 9 may bemaintained on the call management system 10, for subsequent access anduse by the user 1. For example, the user 1 may later telephone anoperator providing a call management system according to the presentinvention and be provided with the last generated list of alternativenumbers 7, 9.

The above described examples involve the provision of alternativenumbers 7, 9 whilst an attempt is being made to connect the user 1 tothe first entity 3. When a connection is made to the first entity 3, theabove embodiments may terminate their operations and allow the call tothe first entity 3 to continue. Other embodiments, as described below,provide the user 1 with an opportunity to route a call to an alternativenumber 7, 9 after the connection to the predetermined number 4 has beenestablished, i.e. when it has been answered; or even after the user 1has completed call with the predetermined number 4.

Accordingly, in one embodiment, a call management system 10 according tothe present invention may be configured to identify the status of aconnection established between the user 1 and first entity 3. Forexample, in one embodiment, the call management system 10 is operable todetermine if the first entity 3 answered the call but transferred thecall to an answer telephone service. This may occur if the first entity3 is engaged on another call; after a predetermined number 4 of rings;or if the first entity 3 is not available, etc. Many reasons exist as towhy the call may be transferred to an answer telephone service. If thecall is transferred to an answer telephone service, then the user 1 isunable to converse with the first entity 3.

In one embodiment of the present invention, the call management system10 is operable to identify that a call was transferred to an answertelephone service and to provide the user 1 with alternative numbers 7,9 by SMS message, following the completion of the call between the user1 and the first entity 3 (or rather, with their answer telephoneservice). Thus, some time after the user 1 has ended theconnection—perhaps having been disappointed in not being able to speakdirectly with the first entity 3—a call management system embodying thepresent invention is operable to provide the user 1 with at least onealternative number 7, 9, attributed to another entity 6, 8, based on thepredetermined number 4 attributed to the first entity 3.

As schematically shown in FIG. 3, a call management system 10 embodyingthe present invention may be embodied within a mobile telephone 100.Accordingly, the mobile telephone comprises the call monitor 11,processor 12 and router 13. Additionally, the mobile telephone 100 maycomprise at least a part of a database 14. In one embodiment, the mobiletelephone 100 is operable to connect to a telephone network 5 andcommunicates therewith. In one embodiment, the network 5 may comprise atleast a part of a database 14. The part of the database 14 in the mobiletelephone 100 and in the network 5 may together comprise a compositedatabase 14. Each part of the database 14 in the mobile telephone 100and the network 5 may comprise different forms of data. For example, thedatabase 14 in the mobile telephone 100 may be pre-loaded with standardattributes. For example, the mobile telephone 100 could comprise a listof all of the national standard telephone dialling (STD) codes or thoseof the geographical area in which the mobile telephone 100 isregistered.

In another embodiment, the entire database of the present invention maybe implemented the internal memory of the telephone. The entiredirectory database may then be stored locally to the database. No accessto the network would then be required, save for the routing of a calltherethrough to a selected number.

Accordingly, when a user enters a B number into the mobile telephone 100keypad, the database 14 in the mobile telephone 100 can determine thegeographical location of the first entity associated with that B number.The mobile telephone 100, in which a call management system 10 embodyingthe present invention is embodied, may communicate with the part of thedatabase 14 in the network 5 to derive at least one alternative numberattributed to another entity in the same area, based on thepredetermined number attributed to the first entity.

For example, suppose that a user is calling a plumber in a given city. Amobile telephone 100 embodying the present invention will determine,from the predetermined number associated with that plumber, that theyare based in that specific city. Accordingly, the call management system10 may only need to search for alternative plumbers in that city. Thereis no need for the network 5 to carry out any examination of thegeographical location of the entity associated with the predeterminednumber, because the processor 12 of the mobile telephone 100 has alreadyperformed this task. This reduces the burden of resources on the network5. By carrying out at least a part of the processing of thepredetermined number on the mobile telephone 100, fewer resources of thetelephone network 5 are required and, moreover, the call managementsystem 10 can more quickly derive at least one alternative number to thepredetermined number.

In one embodiment, the database 14 of the call management system 10embodied in a mobile telephone 100 may be pre-loaded with furtherinformation. For example, a user could choose to store in the database14 of the mobile telephone 100 all of the details of the entities in agiven geographical area providing a particular service. For example, auser could choose to store the details of all pizza takeaway restaurantsin the database 14 in the mobile telephone 100. Accordingly, should theuser then attempt to contact his preferred pizza supplier, and they arebusy on a call, then the numbers of alternative pizza suppliers mayalready be stored locally on his mobile telephone. Thus, there would beno need to access the network 5. Further, a convenient benefit of thisarrangement is that the alternative numbers may more quickly be providedto the user.

In one embodiment, a call management system 10 embodying the presentinvention is embodied in a mobile telephone application. In oneembodiment, the call management system is provided in an application,which may be loaded into the operating system of the mobile telephone,for example mobile operating systems like Symbian, Windows Mobile, RIM,iPhone, Linux, Android and other (mobile) operating systems.

The embodiments described above deliver at least one alternative numberto the user by means of a display message or a voice message. In apreferred embodiment of the present invention, when the call managementsystem 10 is embodied in an application on a mobile telephone 100, theat least one alternative number may be provided to the user on agraphical user interface on the mobile telephone application, withoutthe need for a voice message. The use of a display message on agraphical user interface allows alternative numbers to be presented tothe user even after a call has been completed (when the user would nolonger have the phone to their ear to listen to the voice message).

Accordingly, to select at least one of the predetermined numbers, theuser may simply use the cursor (or keypad) on the mobile telephone 100to select the required alternative number. Upon selecting the requiredalternative number, the router 13 may then provide the user with anopportunity to route a or the call to the selected alternative number.

In all embodiments of the present invention, the processor of the callmanagement system may only derive at least one alternative number when apredetermined condition has been met.

In one embodiment, a predetermined condition is that there has been noanswer from the predetermined number after a predetermined period oftime. In one embodiment, that predetermined period of time may be theaverage time an entity takes to answer a call. The predetermined periodof time may, for example, be 5 seconds. However, the predeterminedperiod of time may differ according to the entity associated with thenumber being called. For example, a residential first entity associatedwith a predetermined number may take over 10 seconds to reach thetelephone and to answer the call. On the other hand, a business having adedicated call centre may be expected to answer a call within just a fewseconds.

A call management system embodying the present invention may avoidunnecessarily deriving alternative numbers. For example, if thepredetermined period of time is too short, then the call managementsystem 10 may derive alternative numbers, even though the userassociated with the predetermined number was always going to answer thecall. At the same time, if the predetermined period of time is too long,then the user may already have terminated their attempt to call thepredetermined number by the time that the alternative numbers areoffered to the user.

In another embodiment, the predetermined condition may be that thepredetermined number is busy. Naturally, if the predetermined number isbusy, then the entity associated therewith cannot answer the call fromthe user.

In another embodiment, the predetermined condition may be that the callhas been established, but then terminated within a predetermined periodof time after the connection was made. A particular benefit of thisembodiment is where the predetermined number called by the user utilisesa recorded message service or an automated telephone call handlingsystem.

For example, suppose that the user contacts a first entity associatedwith the predetermined number and is met with a recorded messageinforming the user that the first entity's offices are closed for theday. Accordingly, even though a connection will have been establishedwith the entity (by connecting to the recorded message service), theuser will not have obtained the services they require. In such a case,if the user terminates the call within a predetermined time after aconnection has been made, then the call management system 10 embodyingthe present invention is operable to provide them with at least onealternative number. In another embodiment, if the user is met with anautomated call handling system, instead of a human operator, then he maynot wish to deal with such an entity and terminate the call. So long asthe call is terminated within the predetermined period of time, then thecall management system embodying the present invention is operable toprovide him with at least one alternative number based on his firstcall. The predetermined period of time, in this embodiment, must beshort enough to ensure that all prematurely terminated calls areidentified. However, it may not be so long that alternative numbers areprovided to users who, although only conducted a short call, obtainedthe required services from the first entity.

In another embodiment, the user may establish a connection with theentity associated with the predetermined number. However, upon speakingto the entity, it may be established that they cannot provide theservice required by the user. Accordingly, the call may be ended. If thecall is ended within a predetermined period of time after the connectionhas been established, then a call management system 10 embodying thepresent invention is operable to provide the user with at least onealternative number.

The predetermined period of time may differ according to attributes ofeither the A number or the B number. As highlighted above, the averageperiod of time an entity takes to answer a call may differ according tothe type of entity. For example, a residential entity or a smallbusiness may take longer to answer a call, on average, than a largecommercial organisation. Accordingly, the predetermined period of timemay be configured according to a determination of the type of entitybeing called. Average answer times for popular entities may be stored inthe database, and the predetermined period of time may be based on theaverage answer time.

In another embodiment of the present invention, the predeterminedcondition may simply be that the user positively requests to be providedwith at least one alternative number. Such a request could be made atany time during an attempt to call a first entity or during, or evenafter, a call with that first entity. For example, after making a call,the user may recall the last number dialled (using the phone's internallog) and instruct a system embodying the present invention to processthe number and provide alternatives.

In an embodiment of the call management system embodying the presentinvention, when a user selects at least one of the provided alternativenumbers, the call management system may report this fact to a reportingmodule, which keeps track of which of the alternative numbers the userselects. The recording module may be a part of the telephone network 5.Alternatively, the reporting module may form a part of the mobiletelephone 100, which periodically reports to a network-based system thedetails of the alternative numbers selected by the user. Such anembodiment conveniently allows the provider of a telephone network tokeep track of the alternative numbers chosen by users and to charge anappropriate referral fee to each of the entities associated with thealternative numbers.

When embodied on a mobile telephone operating system, and wherein thecontact details of the alternative entities include a web address, theweb address associated with each provided alternative entity can be usedto track any traffic to that website.

In other embodiments of the present invention, the call managementsystem 10 may be operable to analyse an answer telephone service messageleft by a user 1. Preferably, the call management system 10 isconfigured to monitor and record a user 1's voice as the answertelephone message is being left. There is preferably not a need todirectly access the answer telephone message itself. Conveniently, asystem embodying the present invention is operable to analyse therecorded speech and to identify words therein. Each of the identifiedwords may be used for subsequent analysis and manipulation to determineat least one alternative number associated with the identified word. Forexample, when the word comprises ‘car’, a system embodying the presentinvention may derive at least one telephone number of an entity whichoffers services in relation to cars.

In one embodiment, the returned entities may be car rental services, carbreakdown services, car insurance providers, car sales garages etc.Conveniently, a system 10 embodying the present invention is operable toidentify a plurality of words used during the answer telephone message,allowing the system to hone in on more relevant numbers (which arerelevant to the largest number of words). Preferably, the derived atleast one alternative number is based on at least one word spoken by theuser 1 in the answer telephone message. For example, the words ‘spare’and ‘part’ in addition to the word ‘car’ would render not relevant theprovision to the user 1 of numbers relating to car insurance services.

In another embodiment of the present invention, the system 10 may beoperable to analyse an answer telephone message left by the user on theanswer telephone of a non-business entity. For example, a user may calla friend (having a residential B number) and leave a message. Themessage may involve a suggestion of an activity the user and the friendmay partake in. For example, if the user were to leave a messagerelating to a suggestion of going to a cinema, a system embodying thepresent invention may identify the word ‘cinema’ and provide the user,or even the first entity, with an opportunity to route the or a call toa cinema. The cinema may be selected so as to be close to either theuser or the friend, or equidistant from the two.

In another arrangement, a call management system may be provided whichactively transcribes a voice message as left by a user. A transcribedvoice message may then be searched for key words and the user may beprovided with the contact details of entities providing services relatedto those key words. Alternatively, or additionally, the transcribedvoice message may be provided to the user and the key words may beembedded with hyperlinks to an associated web page of an associatedentity.

With all embodiments of the present invention, if a user 1 is routed toan alternative number 7, 9, and a connection between the user 1 and theother entity 6, 8 associated with the alternative number 7, 9 fails,then a system 10 embodying the present invention may attempt to make aconnection with at least a further alternative number 7, 9. The order inwhich connections to entities 6, 8 are attempted to be connected may bedetermined in accordance with the bids submitted by the entities 6, 8.If a call routed to the first or subsequent alternative number fails,then embodiments of the present invention provide for the user to bepresented with options. For example, the user may choose to be sent anSMS message (or any other type of message) with a list of alternativenumbers or/and be directed to a human-operated directory service. Suchoptions may be made available after the failure to connect to the firstalternative number; the second alternative number; the third alternativenumber etc. Alternatively, the options may only be presented to the userwhen the entire list of alternative numbers has been exhausted.

In an embodiment of the present invention, the call monitor 11 isoperable to identify that a call by a user 1 to a predetermined number 4was not answered. The processor 12 is configured to derive at least onealternative number, attributed to another entity, based on thepredetermined number 4 attributed to the first entity 3. The router 13is configured to provide a user 1 with an opportunity to route a call toat least one of the derived at least one alternative numbers.

The router 13 is configured to automatically provide the user 1 with atext message (SMS)—or any other type of message—indicating at least oneof the derived at least one alternative number. Conveniently, the user 1is provided with the opportunity to route a call (for example a link toa remote WAP or internet site) to at least one of the alternativenumbers upon receipt of the message.

In another embodiment, there may be provided a call management system,comprising: a call monitor to identify an attempt, in use, by a user tocall a predetermined number attributed to a first entity providing aservice; a processor, to derive at least one alternative numberattributed to another entity, based on the predetermined numberattributed to the first entity, when a predetermined condition has beenmet, wherein the said another entity provides a dissimilar service tothat of the first entity; and a router to provide a user with anopportunity to route a or the call to at least one of the derived atleast one alternative numbers.

The other entity may provide a service which is known to be at least ofperipheral interest to a user who is attempting to contact the firstentity. For example, if the first entity is a car repair garage, theidentified at least one other entity may be a car sales garage. Forexample, if a user's car has broken down, he may be slightly moreinclined to buy a new car than to pay for his existing car to berepaired, especially if the required repairs are expensive. Accordingly,when the user calls the repair garage, a system according to the presentinvention may provide the user with the opportunity to route a call to acar sales garage. It will be appreciated that although a car repairgarage and car sales garage may not be direct competitors with oneanother, the user may be interested in the services on offer from both.

The user may be provided with alternative numbers whilst the call to thefirst entity is attempting to connect. Alternatively, or additionally,the user may be provided with alternative numbers after he has completeda call to the first entity. For example, some time after the call hasbeen completed, the user may be sent a message (SMS), providing him witha list of alternative numbers of entities which offer services that maybe of interest to the user. In one embodiment, when the system isimplemented on a mobile telephone running Symbian (or any other mobileoperating system), a the alternative numbers may be presented to theuser by way of a pop-up message on the display screen of the mobiletelephone.

Another example may include when a user attempts to call a flight ticketbooking service. Before, during or after the call is connected, the usermay be provided with alternative numbers for related services, such asholiday insurance, accommodation, car hire, etc, etc. Another systemembodying the present invention may be operable to monitor a pluralityof call attempts by a user. Attributes associated with each call, andthe corresponding first entity, may be stored and later analysed.Alternative numbers may be provided to the user, based on the user'scall history. For example, it may be determined that the user hascontacted a provider of banking services. Further, it may be determinedthat the user separately contacted a provider of credit services; andlater a provider of mortgage services. A system embodying the presentinvention may analyse attributes associated with each of the calledentities and provide alternative numbers to the user. For example, asystem may provide the user with a number of another entity which offersALL of the services the user previously sought. The user may decide toroute a call to the alternative number and later employ the services ofthe other entity to consolidate his financial services. As a result, theuser's finances will be more manageable and the other entity associatedwith the dialled alternative number will gain a new customer, withoutneeding to actively seek the user's business. The other entity may pay afee to the operator of the system or method, in return for the referral.

As shown in FIG. 4, a method embodying the present invention identifies15 an attempt by a user 1 to call a predetermined number 4 attributed toa first entity 3. In one embodiment, this operation is performed by thecall monitor 11 as shown in FIG. 2 or 3.

Next, a method embodying the present invention derives 16 at least onealternative number 7, 9, attributed to another entity 6, 8, based on thepredetermined number 4 attributed to the first entity 3. Preferably,this operation is performed by a processor 12 of a call managementsystem 10 embodying the present invention, as shown in FIGS. 2 and 3.

Having derived at least one alternative number 7, 9, the user 1 is thenprovided 17 with an opportunity to route the call to at least one of thederived at least one alternative numbers 7, 9. Preferably, thisoperation is carried out by a router 13 of a call management system 10embodying the present invention.

Preferably, a system 10 according to the present invention is onlyoperated when it has been determined that the predetermined number 4 isthat of a business entity. If the predetermined number 4 is identifiedas being a residential number, then no alternative numbers 7, 9 areoffered to the user 1. A further representative method embodying thepresent invention is shown in FIG. 5.

As shown in FIG. 5, a user 1 dials 18 a predetermined number 4 and hearsa dial tone whilst waiting to be connected.

Next, the attempt by the user 1 to call a predetermined number 4 isidentified 19.

Then, the predetermined number 4 is analysed to determine 20 whether thenumber is that of a business entity.

Then, if the number is that of a business entity, attributes of thebusiness entity are obtained 21 and at least one alternative number ofanother entity having attributes similar or identical to the identifiedbusiness entity are returned.

Then, at least one of the at least one identified alternative numbers isselected 22.

Then, the user 1 is provided 23 with the option of having the callrouted to the alternative number. Preferably, the options are presentedto the user in a voice announcement. Conveniently the voice announcementis provided by an Interactive Voice Response (IVR) system.

Finally, a user generated signal confirms 24 whether or not the user 1does wish to be routed to the alternative number. The user generatedsignal may be a single key, a combination of keys, or a voice command.Where the alternative numbers are provided to the user by way of anon-screen message, the user may move the cursor to highlight therequired number and then select it. The selection could be effectedeither by a joypad or the number keypad on the phone.

FIG. 6 shows a schematic representation of a network structure 25operable to provide a call management system 10 embodying the presentinvention and operable to perform a method of managing a call embodyingthe present invention. The network structure comprises a ServiceSwitching Function 26 (SSF), Specialised Resource Function 27 (SRF),Service Data Function 28 (SDF) and a Service Control Function 29 (SCF).Preferably, the network structure 25 comprises an Intelligent Network(IN), configured to provide a call management system 10 embodying thepresent invention and operable to perform a method of managing a callembodying the present invention.

In one embodiment, the SSF 26 is operable to determine whether a Bnumber is a business or residential number, or otherwise determine otherattributes associated with the B number. In another embodiment, saiddetermination is performed by the SCF 29. In such an embodiment, the SCF29 may be operable to interrogate the SDF 28 directly to ascertainwhether the B number is a business number. The SDF 28 may incorporate adirectory of all known business numbers. If a B number is found to be abusiness number, subsequent operations on the number may then beperformed.

FIG. 7 shows a schematic representation of a further call managementsystem 30 embodying the present invention. The system comprises aconnection 31 with the network operator 32, and a connection 33 betweenthe call management system 30 and advertisers 34. As shown in FIG. 6,when a system 30 embodying the present invention identifies at least onealternative number 7, 9, it may ‘push’ this to the network operator 32,which handles the subsequent routing of the call to the alternativenumber 7, 9. Similarly, the network operator 32 may provide the callmanagement system 10 with the B number.

FIG. 8 shows a schematic representation of a call management system 35embodying the present invention, implemented on a network arrangementcomprising a Public Switched Telephone Network (PSTN) 36 and a ServiceControl Point (SCP) 37. The PSTN 36 may incorporate a Service SwitchingPoint (SSP) 38. A method of using the call management system 35 isdescribed below:

-   -   1. User 1 tries to call a first entity 3    -   2. First entity 3 is busy or no answer    -   3. The Service Switching Point (SSP) 38 sends a request to the        Service Control Point (SCP) 37 for action    -   4. The SCP 37 sends the B-number 4 associated with the first        entity 3 to a processor 39. The processor 39 derives at least        one alternative and/or relevant number 7, 9 of an another entity        6,8.    -   5. If an alternative number 7,9 exists, an message informs the        user 2 that he can press #    -   6. If the user presses # the alternative number will be used by        the SSP 38 to forward the call to at least one of the        alternative numbers 7, 9.

In another embodiment, the PSTN 36 may be replaced, or combined with orform a part of a Public Land Mobile Network (PLMN). Whereas the PSTN 36may communicate with the SCP 37 using the CS1+ protocol, the PLMN maycommunicate with the SCP 38 using one or both of the CS1+ or CustomisedApplications for Mobile Network Enhanced Logic (CAMEL) protocols. Inanother embodiment, the PSTN 36 may be replaces, or combined with orform a part of an Internet Protocol network. In one embodiment, a callmanagement system embodying the present invention may be implemented onany one or all of a PSTN 36, PLMN or IP network. Methods of integratingsuch systems are known to the skilled person. In another embodiment, theSCP 37 may be replaced, or combined with or form a part of a CallProcessing Server (CPS). In one embodiment, a call management systemembodying the present invention may be implemented on a networkcomprising an interlinked arrangement of a PSTN 36, SCP 37, PLMN, IPNand CPS.

In preferred embodiments of the present invention, the call managementsystem is implemented by a third party, having no association witheither the first entity or any of the other entities attributed toalternative numbers. The first entity or other entities may not directlyinfluence or control how the call management system or method accordingto the present invention is operated or carried out. Indeed, some of theother entities may have entered a bid to be listed as one of thealternative numbers but the operator of the system or method ultimatelydecides the order or manner in which alternative number are provided toa user.

Conveniently, the operator of a system embodying the present inventionhas no connection or contact with the first entity. In the case wherethe first entity is a business, the operator of a system or method ofthe invention has no commercial relationship with the first entity.Preferably, the other entities identified by the present invention arecompetitors with one another and competitors of the first entity. Theremay be no commercial relationship between the entities.

Alternatively, the other entities may not be direct competitors of thefirst entity but may provide similar services to the first entity.Nevertheless, the first and other entities may still not be commerciallyconnected to one another.

Preferably, if a user decides to have a call routed to one of theprovided alternative numbers, the other entity attributed to the calledalternative number pays a predetermined amount to the operator of thesystem or method of the present invention. As such, the other entitiespay for the privilege of the system or method operator providing themwith a potential customer lead. It will readily be appreciated thatnumerous other remuneration strategies and systems may be employed.

In one arrangement, the system may not be provided in a telephone butimplemented in a telephone network. In such an arrangement, a user'stelephone acts as a trigger, to send a predetermined instruction to thenetwork to provide alternative numbers to the user.

In embodiments of the present invention, the call management system maybe operable to analyse the predetermined “B”-number and derive therefromattributes associated with the first entity associated with thepredetermined number. Additionally or alternatively, a call managementsystem embodying the present invention may be configured to analyse thetelephone number (“A”-number) and attributes of the user of the callmanagement system. For example, a call management system embodying thepresent invention may maintain a history of all of the “B”-numberscalled by a given “A”-number. The call management system may derive fromthis call history appropriate alternative numbers to be offered to theuser. For example, a call management system embodying the presentinvention may determine that a user regularly calls a number ofdifferent entities providing a similar service. It can be derived fromsuch a call history that a user is not particularly loyal to a givenentity providing the service. For example, a user may regularly wish toorder a take-away pizza. If the user calls different Italian restaurantseach time to deliver the pizza, then it can be deemed that the user isnot loyal to a particular Italian restaurant. In such a case, a callmanagement system embodying the present invention may derive that theuser is amenable to ordering pizzas from alternative Italian restaurantsand provide the user with alternative numbers. Accordingly, such anarrangement does not just carry out an analysis of the “B-number” butalso analyses the call history of the “A-number”.

A call management system embodying the present invention is compatiblewith all types of telephone networks, for example, cellular (i.e.mobile), fixed line or VoIP telephony networks. For example, a user of acall management system may be using a cellular telephone to contact afixed line telephone of the first entity. In another embodiment, boththe user and the first entity may be using mobile telephones. It will beapparent that many configurations exist. Modern telephony networkscomprise a hybrid of many communication protocols and methods. Thepresent invention is readily implemented on such hybrid networks. Thealternative numbers provided by a call management system embodying thepresent invention may not all be of the same type. For example, at leastone of the returned alternative numbers may be a cellular telephonenumber, another may be a fixed line telephone number and a furthernumber may be that of a VoIP telephone.

In one embodiment, at least a part or all of a call management systemembodying the present invention may be implemented on an existingcommunication network. In another embodiment, at least a part of thecall management system may be implemented on an external module, systemor device, which may be integrated with an existing communicationnetwork.

In one embodiment, at least a part of a call management system embodyingthe present invention may be implemented on the hardware and/or softwareof a telephone unit. In one embodiment, the call management system maybe implemented in at least one of the memory card, SIM card, RAM, ROM ofa mobile telephone.

An advantage of the present invention is that the user may obtain theservices he requires, despite the first entity not being able to offerthe services. Further a call management system provides a usefuldirectory service for the user.

A technical benefit of the present invention is that a higher proportionof calls from a user may be connected. Further, a technical benefit isthat the system automatically determines at least one alternative numberbased on attributes of the number being dialled, and routes the or acall to a selected one of the alternative numbers.

Preferably, the call management system of the present invention may beimplemented on a mobile telephone. The benefit of a call managementsystem operable on a mobile telephone over a call management systemoperable on a network is that many of the operations may be carried outon the mobile telephone, instead of needing the resources of the mobilenetwork. Not only does this reduce the burden on the telephone networkbut may also increase the speed at which alternative telephone numbersmay be provided to the user. Further, the implementation of a callmanagement system on a mobile telephone allows for the user to storelocal relevant information to the mobile telephone, which the callmanagement system may access and act upon, as described herein.

A mobile telephone embodying the present invention may comprise akeypad, user display, CPU, battery, internal memory (RAM and ROM),removable memory (micro SD, Flash etc) and an antenna. A call managementsystem embodying the present invention may be implemented in a hardwired hardware module to be installed into a mobile telephone. In analternative implementation, at least one of the CPU, internal memory,external memory or SIM card of the mobile telephone may be configured soas to provide a call management system embodying the present invention.At least a part of the database could be stored on a removal externalmemory card

The present invention further comprises a computer-readable mediumhaving a computer-executable instructions configured to perform a methodembodying the present invention.

When the term “alternative numbers'” is used in this description, it isto be read as meaning “at least one alternative number, attributed toanother entity, based on the predetermined number 4 attributed to thefirst entity 3”. The term is used for the sake of brevity and is not tobe seen as limiting.

The term telephone includes a fixed line telephone and a mobiletelephone. The telephone may be operable in a conventional telephonenetwork, a mobile network, a VoIP network and any other network. Themobile network may be GSM, 3G, CDMA or any other known network standard.The term mobile telephone (telephone) includes “cell telephone”.

By “route” is meant to route an existing call or to connect a new call.For example, an existing call between a user and a first entity may berouted to a second entity; or a new call may be initiated between theuser and second entity.

When used in this specification and claims, the terms “comprises” and“comprising” and variations thereof mean that the specified features,steps or integers are included. The terms are not to be interpreted toexclude the presence of other features, steps or components.

The features disclosed in the foregoing description, or the followingclaims, or the accompanying drawings, expressed in their specific formsor in terms of a means for performing the disclosed function, or amethod or process for attaining the disclosed result, as appropriate,may, separately, or in any combination of such features, be utilised forrealising the invention in diverse forms thereof.

1-66. (canceled)
 67. A call management system for a telephone, the callmanagement system comprising: a call monitor configured to identify anattempt, in use, by a user to call a predetermined number attributed toa first entity; a processor configured to derive at least onealternative number attributed to another entity based on thepredetermined number attributed to the first entity when a predeterminedcondition has been met; and a router configured to provide a user withan opportunity to route a call to at least one of the derived at leastone alternative numbers.
 68. A call management system according to claim67, wherein the processor is configured to identify the first entityfrom the predetermined number.
 69. A call management system according toclaim 68, wherein the processor is configured to derive attributes ofthe first entity.
 70. A call management system according to claim 69,wherein the processor is configured to identify at least one otherentity having attributes similar or identical to the derived attributesof the first entity.
 71. A call management system according to claim 67,further comprising a bidding system, operable to receive bids fromentities to ensure that a number associated with each bidding entity isone of the derived at least one alternative numbers.
 72. A callmanagement system according to claim 71, wherein the processor isconfigured such that the order of the derived at least one alternativenumber is based at least in part on the bid value of each biddingentity.
 73. A call management system according to claim 67, furthercomprising an information provider, operable to transmit a voice messageto the user while the attempt to call the predetermined number is beingmade.
 74. A call management system according to claim 67, wherein thefirst entity provides a service, and the said other entity provides adissimilar service to that of the first entity,
 75. A method of managinga call from a telephone, the method comprising: identifying an attemptby a user to call a predetermined number attributed to a first entity;deriving at least one alternative number attributed to another entitybased on the predetermined number attributed to the first entity when apredetermined condition has been met; and providing the user with anopportunity to route a call to at least one of the derived at least onealternative numbers.
 76. A method of managing a call according to claim75, further comprising identifying the first entity from thepredetermined number.
 77. A method of managing a call according to claim76, further comprising deriving attributes of the first entity.
 78. Amethod of managing a call according to claim 75, further comprisinganalyzing attributes of the first entity and comparing the attributeswith those of other entities to identify at least one other entityhaving attributes similar or identical to the derived attributes of thefirst entity.
 79. A method of managing a call according to claim 75,further comprising operating a bidding system to receive bids fromentities to ensure that a number associated with each bidding entity isone of the derived at least one alternative numbers.
 80. A method ofmanaging a call according to claim 79, wherein the order of the derivedat least one alternative number is based on the bid value of eachbidding entity.
 81. A mobile telephone comprising the call managementsystem according to claim
 67. 82. A mobile telephone comprising: a callmonitor operable to identify an attempt, in use, by a user to call apredetermined number attributed to a first entity; a processorconfigured to derive at least one alternative number attributed toanother entity, based on the predetermined number attributed to thefirst entity, when a predetermined condition has been met; and a routerconfigured to provide a user with an opportunity to route a call to atleast one of the derived at least one alternative numbers.
 83. A callmanagement system, method or mobile telephone according to claim 67,wherein the predetermined condition is: no answer from the predeterminednumber after a predetermined period of time; that the predeterminednumber is busy; and/or that the call is ended within a predeterminedperiod of time after a connection to the predetermined number has beenmade.